酒店管理英语考试范围及内容整理

1、1. How many types of hotel are?Travel: Airlines hotel, Cruise hotel, Rail hotel, Car rentals hotelLodging: hotels, motels, timeshares, B & BsUpdated version： Service target: business hotel, resort hotel, long-stay hotel, motel. Scale: large-scale hotel, mid-sized hotel, small hotel. Location: ce

2、ntral city hotel, scenic spot hotel, motel, airport hotel, suburbs hotel. Hotels operation: group business hotel, sole business hotel, joint business hotel. Ownership: state-owned hotel, joint venture hotel, the wholly-owned hotel, individual hotel.2. The main structure of hotel.Small, limited-servi

3、ce hotel(75 Rooms): manager, bookkeeper, custodial department, housekeeping departmentLarge, full-service hotel(350 rooms): finance department, food and beverage department, human resource department, sales and marketing department, front desk department, executive department, engineering department

4、office finance department human resource department sales department public relation departmentfront desk department housekeeping department food and beverage recreation and entertainment department purchase department engineering department security department administrative department3. Procedure

5、of Check-in/Check-outCheck-in：Greet politely - ask for identification - confirm the information - scan the vouchers - reserve the check-in - charge some advance deposit - make the room card - submit vouchers and room card - guiding the way - put file in orderCheck-out: Check the room key - check the

6、 facilities - check the consumer items.4. Function of receptionists1). Check in & check out2). Maintaining Reservations3). Communication with customers4). Recorded Guest Information5). Doing Paperwork6). Handle Guest Complaints 7).As the first impression of hotel, reflects a hotels management st

7、andard. 5. Whats etiquette of receptionist dealing with complaints?1) Being able to put yourselves into guest's shoes 2) Have sense of urgency3) Be patient to listen and do not hurry or interrupt the speaker, then apologize. 4) Be flexible and skillful to analyze the reason. , find a solution, d

8、eliver the solution to the guests and deal with the complaint. 5) Be sincere to promise that the same thing will not happen again 6) Reflect 6. What room status refer to and why receptionists have to know it?Room status refers to: The state or condition of room at a particular time. A room status wi

9、ll combine both the occupancy and cleanliness information relating to a hotel room.Why ? It is very much crucial to give accurate room status information to the front desk so that they can sell the room or stop selling or guiding guests7. Why do receptionist have to make sure the type and status of

10、the guests?（1）They will help guests make reservations and recommending activities they can do while they are in town. （2）They will often have to communicate with a guest before they arrive in regards to room type and amenities and sometime. （3）They will have to communicate with a guest after they ha

11、ve left about problems with their stay or billing issues8. The function of F & B in a hotel(1)The food and beverage department is such a place that not only meets the guests basic need in daily and the higher level in spirit, but also a dispensable part for a good hotel.(2)In most hotels the roo

12、ms department and the food and beverage department generate the greatest amount of revenue.(3)The quality of a hotels food and beverage powerfully affects a guests opinion of a particular property and influences his or hers willingness to return.(4)A hotels food and beverage outlet must attract memb

13、ers of the local community, convince hotel guests to dine on the premises and return a fair profit.9. The responsibilities of director/Manager of F & B.Director（餐饮部总监）: In charge of the whole daily operations of F&B. Ensure that the service and food products are in line with the service stan

14、dard and strive to meet the demand of guests. Set up the department goal, including guest satisfaction rate, financial reports, staff training and encourage employees to work better, etc. Manager( 餐饮部经理 ): Coordinate the work of all the departments of F&B. Assist F&B director in making the b

15、udget of bar and restaurant. Ensure that all employees in the department provide high quality services. To provide good communication bridge for the F&B director and the restaurant manager10. General order of Chinese food and Western food in F&B.Chinese food order:cool first heat, fry first

16、after burn, salty fresh light on first, sweet taste, strong flavor after thick, the last is the food.Cold food hot food entree soup dessert fruitWestern food order: 1）Starter 2）soup 3）main course 4）desert 5）coffee and tea 11. The significance of F & B in a hotelThe importance and the functions:I

17、n order to attract and serve guests and make a reasonable profit, hotels are organized into functional areas or divisions based on the services the hotel provides. Therein, the food and beverage division is such a place that not only meet the guests basic need in daily and the higher level in spirit

18、, but also a dispensable part for a good hotels.In most hotels the rooms division and the food and beverage division generate the greatest amount of revenue.The quality of a hotels food and beverage powerfully affects a guests opinion of a particular property and influences his or hers willingness t

19、o return.A hotels food and beverage outlet(s) must attract members of the local com-munity, convince hotel guests to dine on the premises, and return a fair profit 12. How to improve quality of F & B?To improve the quality of cookery To make a balance between the food and its price To improve th

20、e quality of service 13. Why is Menu of F & B considered at both artwork and propaganda for the hotel?A well-designed menu emphasizes elegant decoration, appropriate tone and tasteful style, which not only makes customers feast their eyes on menu itself, but also keeps their mouths watering when

21、 reading and ordering. Taking paper menu as an example, it is painted some illustrations and photos and protected by heat-sealed vinyl page, just likes a precious artwork. It expresses either of the dishes or of an element of the culture associated with the restaurant. While the culture presented fr

22、om its design and style can be a tool of promotion. As appreciating the beautiful menu, the customers will be pleased to the hotels management and cooking skills, which will force customers to order more than expectation. Also, the customers will help the hotel do advertisements by sharing such deli

23、cate art and delicious food with their families, friends and others. Thus, the hotel gets more and more existed and potential consumer groups and earn more money. Therefore, Menu of F & B considered both artwork and propaganda for the hotel14. What are main elements in pricing the food or servic

24、e in a hotel?Cost: food material , labor( the cooks, waiters, waitresses.)Demand: customer group, standards of consume, consumption psychology.Competition: considering competitors price Psychoreaction to numbersMantissa pricing (尾数定价): ¥19.9, ¥39 . For customers who seek for cost-effective

25、 meals, this price can balance consumers psychology and make them feel that it is a bargain. The hotel seizes this point rightly to promote its products.Integer pricing:(整数定价)：e.g: ¥60 for a four-people set meal. (6 is a lucky number: everything goes well. for four people, this price makes cons

26、umers feel that “you get what you pay for”)Discount price: Seen from the design of the menu, it doesnt show you the present price, but tells you how much you may save when you choose one of set meals. So the price satisfies the consumers psychological needs.5）Promotion method By designing short-term

27、 unofficial menu, the cheaper price can expand sales and further more to gain more benefits15. What are strategies and principles properly used in food promotion in a hotel F & B? Food promotion (菜品促销) Locate potential target customers : (healthcare, losing weight, prefering organic food.) Provi

28、de unique dishes to cater for customers various tastes : (e.g. menus of health care / dieting / Shan Zhen game series ). Price promotion (价格促销) : Set short-term benefits during the opening : (for seasons/ festivals/ set meal/ children/ Guest Room Meals/ meeting meals or team meals) Design promotion

29、(设计促销)Ordering of dishes (菜品的排序) Introduction of dishesMarketing for unique dishes Dishes photos displaying16、the procedures to solve complaints in the F &B:1、listen to complaints sincerely and patiently.2、take reaction immediately, apologize honestly.3、collect information, judge, communicate ac

30、tively, solve problem.4、summarize the experience: Make permanent action plans to improve the services17. Why House keeping could be considered a software of a hotel?1. Good housekeepers performance is an important part of the high standard service of the hotel. Housekeepers deal directly with the cu

31、stomer, it is the main information resources from which the customer judge the services and by which they feel satisfied or not. So, it should be pay great attention to.2. The guest room is the base of one hotels existence. The hotel is to provide guests comprehensive services. It must be able to pr

32、ovide accommodation services to guests, while to stay, it must have a guest room. In this sense, the hotel will be a hotel, there is the foundation of hotel rooms18. High price doesnt mean to the high service qualityHigh service quality including all sides in hospitality. Taking the housekeeping dep

33、artment as an example, the following rules will help to improve service quality:1. Make yourself visible. 2. Look professional. 3. Clean your guests' bathrooms every day. 4. Get to know the regular guests at the hotel. 5. Leave a note on a guest's first night asking if there is any special r

34、equests.6. Providing additional service 7. Training the housekeeper8. Promoting a spirit of innovation 9. Make the hotel as a destinationOnly after coinciding with the high services quality, do deserve the high price for hospitality19. The rules and notes on doing Cleaning Jobs.Before Entry: The fir

35、st rule of hotel housekeeping is to knock and make your presence known before entering a room. Housekeepers should identify themselves by saying "Housekeeping," and allow time for the guest to respond. If there is no response, the housekeeper may enter the room.Cleaning: This process inclu

36、des changing all of the bedding, making the bed, vacuuming the carpet and washing the hard floors. The cleaning process also includes a careful cleaning for bathroom to ensure that it maintain cleanliness. Housekeeping will also means dusting and cleaning any hard surfaces and furniture within the r

37、oom as well as all the glass and windows.20. Turn down service. What is turn down service?Turn-down service means a hotel staff comes into your room in the evening to turn down the bedcovers.  The conventional practice is to turn down a corner of the blankets to make the bed look inviting and t

38、hat much more restful. They also either fold the bedcover nicely at the foot of the bed, or put it (and the day cushions) away in a shelf in the wardrobe. The turn-down service is always carried out between 5 and 9 P.M. just before the client returns to the night. A chamber maid or a room atten

39、dant can prepare up to 10 turn-down services per hour21. Way to improve housekeeping.Providing additional services: e.g: dry cleaning, laundry, shoe polishing and personal contact with return guests that will keep the guests coming back.Training the housekeeper: Training housekeeper to become more e

40、nergetic and active in communicating with guests. That helps reducing the environmental impact of the hotel. Make them qualified in anticipating guests' needs. Finally, offering educational opportunities to the housekeeper. Promoting the spirit of innovation: Changing some of its habits. Consume

41、r-focused (offering lost and found items online) Promoting a spirit of innovation within the housekeeping departments will assist the hotel industry in overcoming challenges and preparing it for smooth transitions to new trends and customer expectations. Making the hotel as a destination: With the m

42、any people traveling for vacations, business or visiting family and friends, it is vital that hotels distinguish themselves from one another. Turning your hotel into a destination, rather than merely a place to stay, through exceptional housekeeping and hospitality can provide a competitive advantag

43、e in the hotel industry. 22. The significance of House keepingGuest room is the base of one hotels existence. A hotel must be able to provide accommodation services to guests so as to provide guests comprehensive services.Guest room is the main body of the hotel. In the hotel building areas, guest r

44、ooms account for 70%80%, and the fixed assets of the hotel are most in the guestroom.The hotels level mainly depends on rooms. Guest rooms level includes two aspects: one is the room equipments. The other is the service level: the waiter's work attitude, service skills and methods.Guest room is

45、an important source of economic incomes and profits. The economic income of a hotel mainly comes from three parts: room income, comprehensive service facilities and diet income. Among them, the guest room income is the main source, accounts for 50% of total incomes. Guest room is the hub driven all

46、economic activities of the hotel. Guests live in the room, want to pay the rent, want to go business center for activities, fitness, shopping, and entertainment. It contributes to the hotel room service and various comprehensive service facilities23. Why is Floor service desk called communication ce

47、nter of a hotel?The main responsibilities of the floor service desk.For what type a hotel of, it will have a floor service desk basically following the responsibilities: floor service desk for the floor of the residents with daily services, such as open room, guest room cleaning, visitors, and exten

48、d the registration keys; floor service desk arranges personnel service on duty for 24 hours ，it can greatly reduce the hotel safety accidents. In addition, the floor service desk is the floor information communication center24. Is human resource department able to be called Staff management departme

49、nt?No, human resource department is a department that provide leadership in the development, implementation, and administration of sound human resource policies, procedures, and programs which support an organization's operation, while staff management department aims to administrate organizatio

50、n pattern of entire personal. It can be concluded that the responsibilities of staff management department are only part of human resource department, and the human resource department is the extension of the staff department. Until the introduction of the concept of human resource, the title of sta

51、ff management department is placed25. What would be proper incentives for holding on those qualified employees? The proper incentives should include the following aspects: the increase of the salaries for the qualified employee.get promotion from the company award for the bonusComplementary Welfare:

52、 A kind of welfare paying to employees when they do not on duty, such as vacation with pay, sick leave and demission allowance(津贴). Insurance Benefits:“Five Insurances”Endowment Insurance, Medical Insurance, Unemployment Insurance, Work Injury Insurance, Maternity Insuranceallowance26. What are main

53、 components in salary?Wage: Basic Wage基本工资 Rank Wage级别工资Floating Wage浮动工资Seniority Wage资历工资Bonus:Performance Bonus(业绩突出)Individual Bonus(非物质性奖励，称号)Annual Bonus 年终分红(Employees qualification Total value of the bonus；Sum of personnel qualified)Welfare Complementary Welfare Insurance Benefits: “Five Ins

54、urances” Employee Services Benefits welfare of honor welfare of privilegeAllowance (working environment/condition)Job Subsidies Transportation SubsidiesHigh Temperature AllowancePhone subsides Meal AllowanceSubsidies of rising priceTotal Salary=Income Deduct MoneyInsurance Individual Income TaxIncom

55、e= WagesBonusWelfareAllowanceOthers Deduct Money =Funds from leaves of absence, sick leaves and others27. How to do on-job training in a hotel?Some basic information: training demand, trainer, trainee, time, place, training budget, etc. Training Content Staffs of different jobs in different departme

56、nts, will receive corresponding training content. For the operating staffsThe severs should receive the etiquette, courtesy expression, interpersonal skills, figures training, and learn about the knowledge of food & beverage, as well. The receptionists may have the similar training as servers es

57、pecially the foreign languages and communication skills training. With regard to technicians, and chefs, they should have the training related to the technique and culinary art respectively.As to the managers They have to learn the knowledge about social psychology, consumer psychology, and social p

58、ublic relations. They should have the abilities of organization, command, coordination, and control. The skills of motivating the subordinators, hotel economic activities analysis abilities, and other hotel business management, can be the training content.3.3 Training Methods How to train the staffs is much more important than what to train them. a. Method o